Q&A

How Do I Deal With The Chronically Complaining Client?

Smile and remember that the client is always right. Appease her by being genuinely concerned about her complaint.

A.

Smile and remember that the client is always right. Appease her by being genuinely concerned about her complaint. It’s not worth the loss of your client to gel upset with her. As a last resort, suggest that she let someone else in the salon do her nails. Nine times out of 10, complaining clients are satisfied with your work, but aren’t happy unless they’re complaining. If they don’t really like your work, they’re belter off with someone else.

Susan Pagura

Exquisite Design

Columbus, Ohio

I work 9-11 hours a day and want my clients to be happy when they leave. If a client’s not happy, I try to fix the problem. If I can’t, I’ll tell the client, “It doesn’t look like I can make you happy, so it would be to your advantage to find somebody who will satisfy you. “The one time I had to resort to that, the client said it wouldn’t be necessary for her to leave and I ended up retaining her.

Lynda Scales

Nails by Scales

Abilene, Texas

I would ask a complaining client what I could do to please; her. I’m conscientious about my job and take pride in my work. I have clients who are picky about their nails, but I can appreciate that because I am picky about mine. Before I got my license, a manicurist told me I’d make a good nail technician because I was so picky. Now I’m sensitive to my clients’ complaints. I’m here to make them happy.

Georgeanne Sehore

Nails by Georgeanne

Ocala, Fla.

I usually listen to clients who complain and then do what they want. Sometimes I think clients complain in order to release stress or frustration. I had a few customers who came into the salon cranky, but by the end of the polish application, they were happy and ready to go. I think if you argue with clients, they’ll get frustrated. All they really want is for you to sympathize with them and listen.

Karen Penix

We Be Tan

New Braunfels, Texas

The first thing I do is take a deep breath. When clients start complaining, I deal with one complaint at a time and fix each problem. If I don’t feel there’s a problem, I’ll explain why. I won’t ignore the complaint. As a result, my clients feel like I’m taking care of them and paying attention to their needs. I’ve turned around main customers that way. They come in with an attitude and leave with a smile.